Gucci Review 

We all understand the situations of COVID, but when we are out to indulge for a walk-in for a new handbag for a Lil sister birthday did not happen at all 😖 A knew that there is a new QR system which in place, great. They hid the QR system but after to face a abrupt & rude members of staff of none of which was helpful. We were informed to come back after 5 so we happen to go back 5.20 and been informed they are closed. why? the whole of Bicester closes at 7 pm not been informed properly was a Lil on a heartache but the worst was to be told by staff members that giggled In the background which I have footage of those working on the day 04/10/20. Customer service was so pathetic and felt that I will never visit Gucci in Bicester ever & I will be involving all forms of social media & newspaper etc due to the worst horrific service I have ever had.

alexchaoliao.com

I would like to praise Giovanni in your men’s shoes department, Bicester Village store. He went above and beyond to deliver a service that was second to none. He deserves a pay rise. Very happy customer. Thank you Giovanni.

I’m sorry for this branch I try to call them but no body answer the phone like a week such a shame

Rude customer service at Selfriges
I am sorry for Gucci to have a poor staff such as Selfridges branch.

American Express Ruled in my favour ... the cashier & department management need further training!

Loredana Hart & the cashier need to be trained.

The full thread of correspondence is detailed below of which the head of Bicester Village was aware of.

Not sure about shopping at Bicester Village ... maybe cheaper prices equate to disgusting customer service ... Avoid! Proof from Amex below!

Our decision
We are pleased to tell you, that after reviewing the supporting evidence and documents you
sent us, we are able to pay you £140.00. We will pay this directly into nominated bank
account on the claim form in the next 5-7 working days.

I am no longer in possession of this scarf ... American Express have asked for this item to be sent to them .. which I have obliged. This case will now be carried out by American Express.
Obviously this is brand new in pristine condition with tags.
Your department manager at Biecster Village is obviously not trained in customer service. I suggest you give the person concerned further training. Please view CCTV and you will see that she failed to inspect the scarf.
Please do not insult my intelligence ... do you really think that I would pursue this case had the scarf been worn?
Your case is weak and now in the hands of my credit card provider.
Kind regards
Natasha

From: Client Service Europe
Sent: 17 January 2017 23:53
To: Natasha Woodhouse
Cc: Client Service Europe
Subject: R: Complaint

Dear Mrs Woodhouse

We confirm the matter has been deepened accordingly and does not need any further internal escalation.

We are very sorry for the perception you had of our service but nevertheless obliged to confirm our previously confirmed position.

Best regards

VALERIA RUSSO
GUCCI Customer Care Europe

Da: Natasha Woodhouse
Inviato: venerdì 13 gennaio 2017 17:52
A: Client Service Europe
Oggetto: Re: Complaint

Dear Alessia,
As you are aware from my email earlier today the matter has been escalated to trading standards.
We were advise when entering the store and approaching the desk straight aware that we were entitled to an exchange.
The scarf was with receipt tags and in the original bag it was purchased.
I 100% dispute that the scarf was not in its original condition and did not show signs of wear or usage.
The scarf had been tried on and returned immediately to the bag.
I will ask you to escalate this to a senior manager or this will be dealt with by trading standards and American Express (section 75 Consumer act).
Kind regards,
Natasha

From: Client Service Europe
Sent: 13 January 2017 04:37
To: Natasha Woodhouse
Cc: Client Service Europe
Subject: R: Complaint

Dear Ms. Woodhouse,

We apologize for any unintended distress caused and for the perception you had of our service. We deepened the matter with the management of our store in Bicester and been able to trace the situation in details understanding that the perception you had, does not completely correspond to the way we have been dealing with you as one of our customer.

Our store staff acted accordingly to our return policy, of which they are fully aware, which foresees the possibility to exchange items within 14 days from purchase against replacement only, provided that the item is unused and unaltered.

We are sorry to confirm that after your request of exchange, your item has been checked and unfortunately it was found not to be in its original status and packaging, showing signs of wear and usage.

For this reason, we regret to confirm that it was not possible to welcome your change of mind request in such circumstances.

We remain at complete disposal,

Best regards,

ALESSIA SCHIAVO
GUCCI Customer Care Europe

Da: Client Service Europe
Inviato: lunedì 9 gennaio 2017 10:42
A: Natasha Woodhouse <
Cc: Client Service Europe
Oggetto: R: Complaint

Dear Ms. Woodhouse,
we thank you for writing to us and we wish to confirm that we are verifying your matter in order to get back to you as soon as possible with further information.
Best regards,

ALESSIA SCHIAVO
GUCCI Customer Care Europe

Da: Natasha Woodhouse
Inviato: lunedì 9 gennaio 2017 04:30
A: Client Service Europe
Oggetto: Complaint

To Whomever it May Concern,

On the 18th December, I visited the Gucci outlet store in Bicester Village and purchased a black scarf as a Christmas gift for my mother. I was told that the returns policy was extended from the usual 14 days to January the 31st due to the festive season, specifically for returning unwanted gifts. I was also fully aware that the store did not refund any returned items but instead allowed customers to exchange for another product. Upon giving the gift to my mother on the 4th of January, she tried it on and said immediately she did not like to wear scarfs and would rather me return it.

On the 8th of January, I returned to Bicester Village with the scarf in the original bag, with the tags attached and my receipt for the proof of purchase. I went to the cashier and showed her the item and stated I would like to return it. The cashier informed me again that they could only exchange it for an item of a similar value. I was satisfied with this and decided to look for the same scarf in a different colour as I already owned and was even wearing the black version I had bought for my mother.

I then returned to the cashier named Jrina with the new scarf ready to proceed with the exchange. However, she told me that the scarf had been worn as there was a hair on it. I guaranteed that it had not been worn as I had ownership over it since the purchase and pointed out that all original tags were in place. She replied that did not matter as we may have removed the tags and reattached them. Shocked and quite insulted by this accusation, when it was obvious the scarf was in pristine condition with all tags attached, I demanded to speak to the Department Manager. The manager named Loredona Hart stated to me that she would not accept the return as in her opinion she believed it had been worn. My partner and my daughter, who were witness to my mother opening the goods and immediately giving it back to return, were appalled how a manager can accuse a customer of this without any clear evidence. My partner questioned her statement asking ‘What makes you think it has been worn?’ and the women who was clearly desperate for an excuse to deny the return claimed there was a wrinkle on the scarf. As an owner of this scarf, which is a modal and cotton mix I can guarantee that even wearing this item once would result in a lot more creasing then just one wrinkle. When she held up the scarf, it was even clear to see the lines from where the item had been folded which would not still exist if the scarf had been worn. When my family and I stated there was no real validity in this argument and there were no signs of wear in the scarf she continued to claim that it was not in the original bag. The scarf originally came in a clear, unbranded cellophane bag which was placed in a branded Gucci shopping bag. Not realizing the importance of this unbranded, cellophane bag, my family and I drove 60 miles from London to Oxford with the scarf in the Gucci shopping bag. However, considering we still have this cellophane bag at home, we obviously would not have wasted our time and effort if we knew the significance of this cellophane wrapping and thought the Gucci bag was the required bag for return. I could understand if this was a branded dust bag which we did not return but it was simply a plastic bag and therefore think it was a poor reason to deny a return.

In my opinion, I think the excuses were poor and the manager was being difficult and unhelpful with the situation. I felt her attitude and manner to the issue was completely unprofessional accusing me of being a liar in front of a store full of customers. Loredona Hart didn’t try to make any efforts to alleviate the situation and instead seemed to make more of a scene, attracting more customer attention which reflected badly on the Gucci brand.

As a regular customer of Gucci, I was disgusted by the quality of service I received at the Bicester village store and feel it was an awful representation of Gucci’s generally high standards of service. From looking online on websites such as consumeraffairs.com and the Bicester Village Gucci Facebook page, I can see I am not the only customer to experience this dreadful service and I will not hesitate to share my own experience if this issue is not escalated to a higher authority. I am happy to send any required pictures of the scarf to prove my case. I also have written proof of the manager’s reasons for not accepting the good and am happy to send this over to you too. I would like you to confirm I am in my rights to proceed with the exchange and contact the Bicester Village branch to inform them of this. I would also like a formal apology from the Department Manager for the embarrassment she caused my family and I in front of the general public. I would preferably like to revisit the store on the 15th of January to ensure I am still within the required time to return the good, so if you could get back to me as soon as possible that would be great.
Thank you in advance for dealing with this predicament.

Kind Regards,
Natasha Woodhouse

Mens collogne guilty and guilty black OMG!!! Smells good. Its true what they say about GUCCI... ( gucci gets the cucci) femalez b ware of this collogne. U cant controll it.

Gucci perfume is awesome. It smell soft and sweet. I really love it.